frequently asked questions

All Your Questions about Fleet – Answered

General Questions

  • How does the vehicle pickup/return work?

    No matter where you are in the United States or how many locations you have, Merchants can deliver a commercial truck rental product to you. We take care of the pickup and delivery nationwide for any number of trucks needed.

  • Are there mileage limits?

    We offer flexible, month-to-month rental terms on pickup beds with mileage options available.

  • How does subrogation work?

    We have dedicated specialists who handle the details of subrogation, which means your claim is handled as efficiently as possible. Our specialists, who will review the claim to determine who is at fault, have extensive knowledge of all relevant laws and regulations so you can focus on other important business.

  • How do accident notifications work?

    Within 24 hours of a claim being filed, an FNOL (First Notice of Loss) is emailed to the distribution point of contact that was set up during the discovery. This can be one contact, a strig, or multiple contacts depending on preference.

  • How can we reduce fleet accidents?

    Telematics proactively track driver behavior and aggregate it into individual scorecards, providing a platform for managers to address problems and reward improvements. Driver safety should also be a top priority. Evaluating this data will guide decisions regarding policies, training, and incentive programs.

  • Can Merchants provide more insight into the acquisition and supply chain process?

    In addition to TotalView, we offer connected vehicle technology for commercial fleets, otherwise known as TotalConnect. With TotalConnect, multiple sources of your fleet data are seamlessly consolidated into a single dashboard, enabling you to see data from a variety of telematics providers and OEMs in one platform.

  • What are the best vehicles for the oil and gas and mining industries?

    The most popular type of commercial vehicles are typically medium-duty trucks, or any vehicle with lighter upfits, an enhanced engine, and four-wheel drive. These include the Ford F-250, RAM 2500, Nissan Titan XD, Chevy Silverado 2500HD, and GMC Sierra 2500HD. Popular EV options include the Ford F-150 Lightning and Chevrolet Silverado Electric.

  • How is the upfit manage process managed?

    We have an in-house upfit engineering team that will help you select the right vehicles for your fleet, spec the best aftermarket equipment, and choose the most qualified vendors for jobs. We are your single point of contact and ensure a streamlined upfit process.

  • How does Merchants Fleet support its partners from a technology perspective?

    In addition to TotalView, we offer connected vehicle technology for commercial fleets, otherwise known as TotalConnect. With TotalConnect, multiple sources of your fleet data are seamlessly consolidated into a single dashboard, enabling you to see data from a variety of telematics providers and OEMs in one platform.

  • How does Merchants Fleet support its partners from a consulting perspective?

    Our Merchants Fleet consulting team combines industry experience, analytical skills, big data, and the latest fleet technologies to provide tailored solutions across the entire fleet lifecycle.

  • How large is your vendor network?

    Our selection of maintenance programs includes a nationwide network of more than 45,000 preferred vendors. We also have EV specialized maintenance facilities within our vendor network to ensure your EVs are properly maintained and serviced.

  • What are my maintenance billing options?

    We allow you to choose a pricing structure that works best for you. With our full maintenance program, you pay one fixed monthly payment, and we handle everything. The fee never changes, no matter how much we work on your fleet. Administered maintenance enables you to pay for repairs as you go.

  • What are the best vehicles for assisted living and residential facilities?

    It depends on your needs, but our most popular vehicles for residential care include the Ford Transit, Mercedes Sprinter, Toyota Sienna, Chrysler Voyager, and passenger buses.

  • What Are the Makes and Models of Your Utility Fleet Vehicles?

    Trucks Include: Ford F-150 Ford Super Duty (F-250, F-350, F-450, F-550) Chevrolet Silverado (1500, 2500, 3500) RAM (1500, 2500, 3500 HD) Kenworth T370 Isuzu NPR & NQR Toyota Tundra Mitsubishi Fuso Freightliner M2106 Peterbilt 567 Mercedes-Benz Sprinter Hino M Series Vans Include: Ford Transit Ford Transit Connect Chevrolet Express Cargo Vans Mercedes-Benz Sprinter RAM ProMaster…

  • How long does the upfitting process take?

    It depends on the number of vehicles and which types of upfits you’ve chosen. Contact Merchants to discuss your upfit needs, and our team can provide more detailed information about potential costs and timeframe.

  • What upfits do you offer?

    Common van upfitting requests include installing partitions, lights, ramps, and lift gates. We also focus on safety improvements and performance enhancements, including anti-slip flooring and storage unit installation. Common truck upfits include floor drawers, pickup truck hitches, hitch accessories, ladder racks, roof racks, boxes, and cargo trailer equipment.

  • What are the benefits of fleet vehicle remarketing?

    If you are looking to sell buses or non-traditional/specialty vehicles you already own, consider our GuaranteeBUY program. Similar to fleet lease disposal, this program will offer you a guaranteed price up front for your vehicles. We assess your vehicles, and then our remarketing experts determine the appropriate value.

  • What’s included in your fleet remarketing services?

    We offer a GuaranteeBUY program, where we offer you a guaranteed price up front for your vehicles and handle the entire process for you, including market research and outreach, resale strategies, pricing, and transfer of ownership.

  • Will you pick up the vehicles?

    Yes. Our team will arrange the pickup and transportation of your vehicles.

  • What is included in your fleet remarketing services?

    We take over all risk and handle the entire process for you, including, market research and outreach, resale strategies, pricing, and transfer of ownership. There are certain fees associated with our Multi-Channel Remarketing option. Under GuaranteeBUY, all fees are covered by Merchants Fleet.

  • How long does the fleet vehicle remarketing process take?

    With our GuaranteeBUY fleet remarketing program, you can receive payment for your vehicles in less than one business week. Our Multi-Channel Remarketing program can take a few extra days (vehicles sell in an average of 18 days), but will give you the highest return for your vehicles.

  • What if I want to extend the term on my vehicle?

    If you need to extend the term on your vehicle, you have options! We offer month-to-month terms if you need to extend for a short period, or you also have the option to change your vehicle over to a long-term lease if you need a more permanent arrangement.

  • Do I need to purchase insurance for my delivery vehicles?

    Yes. Our vehicles are insured by the renter. You should have insurance to cover $1,000,000 liability policy for each vehicle.

  • How do I return the vehicles at the end of my contract?

    We will arrange for the transportation of your vehicle when you are ready to return them. When you are approaching the end of your contract, please notify your Merchants account manager via phone or email correspondence at least 7 days prior to your anticipated end date.

  • Does Merchants Fleet pay for maintenance?

    Yes, we will cover all maintenance over the life of the vehicle. Our maintenance team will track and approve maintenance items. All manufacturer warranty items need to be brought to the appropriate dealership. Any maintenance or repairs that are a result of driver error or negligence fall under the renter’s responsibility.

  • Is there any type of special insurance needed for renting?

    Most commercial umbrella insurance policies will suffice. We do require our clients to have automobile liability insurance at a minimum of $1 million combined single limit per occurrence, as well as comprehensive and collision insurance.

  • Can I purchase the vehicle once I am done renting?

    Yes. We have options to structure your rental terms so that you can convert to a long-term lease or buy out your vehicles.

  • Do you rent vehicles for personal use or only to companies?

    We only rent vehicles for commercial use.

  • Who do I contact if I have questions about our services?

    Call or email your customer service representative if you have questions about any of your programs or services. Merchants Fleet customer service representatives are highly experienced and will quickly connect you with the information you need.

  • Can I drive my rental into other states?

    Yes. Our fleet rental programs can include custom mileage options so that you can travel to and from wherever you need.

  • Are the fleet rentals allowed for off-road driving?

    Our pickup truck rentals can be used for off-road use. However, our car and van rentals are not available for off-road use.

  • How long will it take receive my vehicles?

    Once the contract is signed, you will receive your vehicles within 5 to 7 business days.

  • How long does it take to get approved for a fleet rental?

    Our process takes an average of 3 to 5 days, which includes performing a credit check.

ClearCHARGE Home

  • How are gasoline savings estimates calculated for the Home Energy Reimbursement Report?

    ChargePoint uses Environmental Protection Agency (EPA) estimates in a formula that derives the gasoline savings from how much energy your charging stations have provided to EVs, which is a measure of how many miles have been driven on electricity instead of gasoline.

  • How are Greenhouse Gas (GHG) estimates calculated for the Home Energy Reimbursement Report?

    GHG savings calculations are based on the energy dispensed through each organization’s charging stations. ChargePoint estimates how far an EV can travel using the energy from the stations, calculates the emissions caused by generating this electricity and compares this with the emissions that would be generated by a gas-powered vehicle going the same distance.

  • How much does a ClearCharge Home installation cost?

    While every home installation is different, the ClearCharge Home program has a tiered pricing structure for home installations across the U.S. Each installation is reviewed by a licensed electrician to identify the cost tier for each home installation.

  • Who approves the ClearCharge Home installation projects?

    Merchants Fleet will work with your organization to establish program specifics including a project approval process and cost thresholds. This process will be followed for each installation quote received under your program.

  • How long does a ClearCharge Home installation take?

    Once your company is enrolled in ClearCharge Home, the timeline will depend on the scope of work required for each installation. The licensed electrician providing the quote can also discuss the timeline required to perform each installation. A typical process timeline for an installation through the ClearCharge Home program is 6-8 weeks.

  • How do I find a licensed electrician to perform my installation(s)?

    Merchants Fleet partners with a national charging station installation partner to facilitate home EV charger installations. This partner will identify a licensed, local electrician to provide a home assessment and installation quote for each home identified for the ClearCharge Home program.

  • Do I need a special plug or electrical connection to install a home EV charger?

    Home EV chargers require a 240V electrical connection. The licensed electrician assigned to a project will determine a cost effective and reliable approach to any given set of conditions in a home.

  • How do I know if I have enough electricity to support an EV charger at my home?

    The licensed electrician who performs the home assessment will identify this information and make recommendations to support an effective home charging solution.

  • Is a WIFI connection required for ClearCharge Home charging station installations?

    Yes. Each charging station must be connected to a WIFI signal to communicate with the charging network’s online portal to provide charging session data to your organization.

  • What information is shared with the charging network’s online portal?

    The charging station serial number, installation address, charging station status, usage data and driver name are among the items shared with the ChargePoint portal.

  • How is charging data shared with the charging network’s online portal?

    Once the home charging station installation is complete, Merchants Fleet will dispatch a welcome email to each driver to enroll in the ClearCharge Home portal. This enrollment links each home charging station to the organization’s online portal.

  • Are home charging reimbursement reports available through ClearCharge Home?

    Merchants Fleet can supply organizations with a report to detail the amount of electricity used by each home charging station. Each organization is responsible to define how they will reimburse employees for electricity used for home EV charging.

  • What is ClearCharge Home?

    ClearCharge Home is a turnkey solution for home EV charger installations provided by Merchants Fleet.

  • How do I sign up for ClearCharge Home?

    Contact Merchants Fleet to request details about the ClearCharge Home product and talk with an expert about how to implement this within your fleet.

  • What charging station providers are included in ClearCharge Home?

    Merchants Fleet is currently partnering with ChargePoint for ClearCharge home installations.

ClearCHARGE Home Driver Assistance

  • How are gasoline savings estimates calculated for the Home Energy Reimbursement Report?

    ChargePoint uses Environmental Protection Agency (EPA) estimates in a formula that derives the gasoline savings from how much energy your charging stations have provided to EVs, which is a measure of how many miles have been driven on electricity instead of gasoline.

  • How are Greenhouse Gas (GHG) estimates calculated for the Home Energy Reimbursement Report?

    GHG savings calculations are based on the energy dispensed through each organization’s charging stations. ChargePoint estimates how far an EV can travel using the energy from the stations, calculates the emissions caused by generating this electricity and compares this with the emissions that would be generated by a gas-powered vehicle going the same distance.

  • How much does a ClearCharge Home installation cost?

    While every home installation is different, the ClearCharge Home program has a tiered pricing structure for home installations across the U.S. Each installation is reviewed by a licensed electrician to identify the cost tier for each home installation.

  • Who approves the ClearCharge Home installation projects?

    Merchants Fleet will work with your organization to establish program specifics including a project approval process and cost thresholds. This process will be followed for each installation quote received under your program.

  • How long does a ClearCharge Home installation take?

    Once your company is enrolled in ClearCharge Home, the timeline will depend on the scope of work required for each installation. The licensed electrician providing the quote can also discuss the timeline required to perform each installation. A typical process timeline for an installation through the ClearCharge Home program is 6-8 weeks.

  • How do I find a licensed electrician to perform my installation(s)?

    Merchants Fleet partners with a national charging station installation partner to facilitate home EV charger installations. This partner will identify a licensed, local electrician to provide a home assessment and installation quote for each home identified for the ClearCharge Home program.

  • Do I need a special plug or electrical connection to install a home EV charger?

    Home EV chargers require a 240V electrical connection. The licensed electrician assigned to a project will determine a cost effective and reliable approach to any given set of conditions in a home.

  • How do I know if I have enough electricity to support an EV charger at my home?

    The licensed electrician who performs the home assessment will identify this information and make recommendations to support an effective home charging solution.

  • Is a WIFI connection required for ClearCharge Home charging station installations?

    Yes. Each charging station must be connected to a WIFI signal to communicate with the charging network’s online portal to provide charging session data to your organization.

  • What information is shared with the charging network’s online portal?

    The charging station serial number, installation address, charging station status, usage data and driver name are among the items shared with the ChargePoint portal.

  • How is charging data shared with the charging network’s online portal?

    Once the home charging station installation is complete, Merchants Fleet will dispatch a welcome email to each driver to enroll in the ClearCharge Home portal. This enrollment links each home charging station to the organization’s online portal.

  • Are home charging reimbursement reports available through ClearCharge Home?

    Merchants Fleet can supply organizations with a report to detail the amount of electricity used by each home charging station. Each organization is responsible to define how they will reimburse employees for electricity used for home EV charging.

  • What is ClearCharge Home?

    ClearCharge Home is a turnkey solution for home EV charger installations provided by Merchants Fleet.

  • How do I sign up for ClearCharge Home?

    Contact Merchants Fleet to request details about the ClearCharge Home product and talk with an expert about how to implement this within your fleet.

  • What charging station providers are included in ClearCharge Home?

    Merchants Fleet is currently partnering with ChargePoint for ClearCharge home installations.

ClearCHARGE Home Marketing

  • What states is ClearCharge Home available?

    Our approved installer network is available throughout the United States.

  • Can Merchants Fleet manage my EVSE installation if I provide my own charging hardware?

    To ensure compatibility and warranty with the OEM, ClearCharge Work projects can only be supported when sourcing hardware through Merchants Fleet.

  • If I don’t manage a fleet can I still take advantage of ClearCharge Work at my workplace or business location?

    With the goal of helping fleets go electric across the country, at this time we are only offering charger infrastructure services to organizations that have adopted or are looking to adopt EVs.

  • What payment methods can you use through ClearCharge Public?

    All major credit cards are accepted. Apple Pay, Google Pay, PayPal, and Wex are not supported at this time.

  • When will ClearCharge DropStation be available?

    Reservations are open now for ClearCharge DropStation with deliveries starting in Q3 2023.

  • Can Merchants Fleet help my fleet acquire electric vehicles, too?

    Yes! Our EV experts offer consulting services to help you find models that are a great fit for your fleet and your budget. We can also help you acquire the latest models like the BrightDrop Zevo 600 electric cargo van and Chevrolet Silverado EV pickup truck.

ClearCHARGE Work

  • How do I know if I have power to my charging station?

    Charging stations display status lights on the front of the charging station. If there are no lights displayed, there is no power running to the charging station.

  • What should I do if my charging station does not have power?

    Contact your facilities department or landlord to determine if the power loss is part of a larger building power loss situation. If the power loss is isolated to the charging station(s), please contact the charging station installer or another licensed electrician to determine the cause of the power loss.

  • My Charging station has power; why is my vehicle still not charging?

    Check the connection to the vehicle to be sure connector is fully plugged in. If your vehicle requires an adapter, be sure the adapter is fully secured to the charging station’s connector and this connector is fully plugged into the vehicle. Check the in-vehicle display for any error messages.

  • Is there a way to turn off or restart the charging station?

    Charging stations do not have a reset button or on/off switch. Turning off the circuit breaker for the charging station is the only way to remove power to the unit, but this should only be performed by a licensed electrician.

  • Why is my charging station’s mobile app not working?

    Have you recently updated your password? If so, please be sure this information is correct in the mobile app and an old password is not being added by an auto-fill process. Are you having trouble accessing other mobile applications from your phone? Check your cellular and/or WIFI connections to ensure you have adequate signal.

  • Why does the charging station’s connector not fit my vehicle?

    Certain vehicles require an adapter for charging. Please see your vehicle owner’s manual to determine if an adapter is required to use the charging station.

  • How do I talk to someone to get assistance with my charging station?

    Please contact your charging stations’ provider for support: ChargePoint 24/7 support – 1.888.758.4389 or get help online. Enel X Way support – 1-844-584-2329 or get help online.

  • How fast will it take to charge my vehicle?

    Please check the product information provided with your charging station and your vehicle. The amperage level of the charging station, the size of electrical circuit it is installed on, and the vehicle settings and battery level at time of charge all contribute to determining the speed your vehicle will be charged.

  • Why does my charging station turn off before my vehicle is fully charged?

    The default setting on some vehicles is to end charging sessions when the vehicle is charged to 80%. Consult your owner’s manual for how to change this setting if charging above 80% is required.

  • How long is my charging station under warranty?

    Warranty lengths differ by manufacturer and product. Please contact the charging station provider to discuss warranty details or to submit a warranty claim. ChargePoint 24/7 support – 1.888.758.4389. Enel X Way support – 1-844-584-2329.

  • How can I tell if my vehicle is charging?

    Every vehicle displays this information differently, but the in-car display should indicate vehicle charging status. Many EVs provide a status light near the charging connector or at the top of the dashboard to display the charging status and level of charge.

Electrify Fleet

  • How often should I bring in my electric vehicle for maintenance?

    Typically an electric vehicle will have fewer maintenance visits than an ICE vehicle, but the number will depend on the make and model. The manufacturer of your electric vehicle should have a recommended maintenance plan, which we encourage you to follow, but if you have any questions, our EV consultants can help.

  • Which type of vehicle has fewer maintenance costs — electric or ICE?

    It depends on the specific make and model and your driving habits, but in general, EVs have lower total maintenance costs over their lifespan.

  • How do I log into the mobile application?

    All users must establish a username and password for access to mobile applications. If you have already established these credentials, but have forgotten your password, please utilize the “forgot password” link within the application.

  • How do I pay for public charging?

    Most mobile applications provide payment capability by adding a credit card to the app. Many public charging stations also provide credit card swipe capabilities to pay for charging.

  • How do I locate a public charging station?

    ClearCharge™ Public allows drivers to easily find the nearest charging station and includes turn-by-turn navigation to the destination.

  • How do I know if transitioning from ICE vehicles to EVs is the right decision for my fleet?

    We understand that there’s a lot to consider, which is why we recommend exploring our fleet electrification resources. Just remember that it’s important to educate yourself and gather as much information as possible to learn more about the EV landscape, including makes, models, and related technologies.

  • What are the benefits of adding EVs to my fleet?

    EVs offer a lower total cost of ownership (TCO) for fleets and are one of the fastest ways to hit ESG goals. Additionally, many states have plans in place to completely phase out the sale of new internal combustion engine (ICE) vehicles over the next 10–15 years.

  • Are there any incentives for installing EV charging stations?

    Yes, just as there are incentives and tax credits for EVs, they are also available to help cover the cost of charging equipment and installation. Under the Qualified Plug-In Electric Vehicle (PEV) Tax Credit, certain new electric vehicles are eligible for a federal income tax credit of up to $7,500 for individuals.

  • Is a key fob needed to initiate a charge

    No, with the Electrify Fleet app, you do not need a key fob.  A charge can be initiated within the app at any charging station shown.

  • What if I scan a QR code and it doesn’t work or takes me to a different app?

    This indicates that this charger is not part of the Electrify Fleet network. You can only use chargers that appear on the map in the app. To locate another charger within the network, refer to the map in the app.

  • Some stations have QR codes and others do not. How do I initiate a charge with or without the QR code?

    If the station has a QR code, you can scan the code within the app to initiate a charge.  If the station does not have a QR code, you will need to identify the station in the map within the app and select it to start a charge.

  • Do I need to enable roaming stations?

    There are a variety of networks tied into the Electrify Fleet app.  To include all networks, roaming is set as a default to maximize the number of stations available to you.  To maximize the options for your drivers, always make sure roaming is on.

  • What is Electrify Fleet?

    The Electrify Fleet app grants your drivers access to our large network of public chargers across the United States. It was developed to be the only tool your drivers need for charging their EVs on the go – delivering a seamless, empowering experience that reduces the downtime of your electric fleet.

  • Why is my EV charging at a slower rate than the listed station power?

    The listed station power is a maximum charging rate that station can provide, but several factors can cause your EV to charge at a slower rate. Usually, the charging rate is limited because the vehicle is limiting the charging rate.

  • Can I charge my Tesla vehicle at any charging station in this mobile app?

    Yes, Tesla models can charge at any station in the Electrify Fleet app, as long as your driver is equipped with the proper adapter for the proprietary Tesla charging port.

  • What is Level 3/DCFC charging?

    Level 3 equipment, also referred to as DC fast chargers, use high-voltage DC power to charge your vehicle. Most Level 3 chargers can provide an EV with 80% charge in about 30 minutes, but this will vary depending on the specifics of the charger and your EV’s battery capacity.

  • What is level 2 charging?

    Level 2 equipment offers charging at 208 or 240V AC. Level 2 charging equipment is compatible with all-electric vehicles (BEV) and plug-in electric hybrid vehicles (PHEV). Depending on the battery capacity and technology used in the vehicle, Level 2 charging generally takes between four and 10 hours to completely top-off a fully depleted battery.

  • Does the mobile app have notification options?

    Yes, you can control your notification settings from your account page. There you’ll be able to select whether you receive notifications via SMS or email.

  • This charging station isn’t working. What should I do?

    If you are having trouble with a charging station, please contact us using the customer support form in the app or call our 24-hour driver support line at 1-866-816-7584. [LD1] If the issue cannot be resolved over the phone, our team will assist you in locating an operational charging station nearby.

  • How do I end my charging session?

    For most stations, you can simply unplug the charger from your vehicle to end your session. For some DC fast chargers (Level 3), you may need to hit a stop button on the charger to end your session.

  • Will I need to move my car after my charge is complete?

    Yes, as a courtesy to other drivers trying to use the charge station, we ask that you move your EV once your charge is complete. Please note that some locations may charge additional fees if you leave an idle EV plugged in after it has completed charging.

  • Is there a fee associated with using charging stations shown in this mobile app?

    All charging station fees are set by the operator – most public chargers have a pricing policy, while some allow drivers to charge for free. The most common pricing policies are structured to charge for the energy consumed (kWh) or the time spent charging.

  • How do I start a charge?

    There are two ways to start a session when you arrive at an Electrify Fleet network charger. Your driver can use the QR reader to identify a charging station and begin their charge or select a charging location from the map, choose a connector, and start the charge from the connector description page.

Fleet Leasing

  • What types of vehicles are available?

    Choose from new and late model cargo vans, flatbeds and pickup trucks, and a variety of EV options. Specific models include the RAM ProMaster, Chevy Express, GMC Savana, Ford Transit, Mercedes Benz Sprinter 3500, Isuzu 16’ Box Truck, and many more.

  • What types of trucks are available?

    We offer multiple trim levels of popular full-size pickups including the Ford F-150, Chevy Silverado, Ram 1500, and a wide selection of commercial trucks, including ½ ton, ¾ ton, 1 ton, and EV models.

  • Can I tow or go off road with the vehicle?

    Our truck rental custom packages allow off-road use and towing. Some vehicles may be better suited for certain terrain or towing capabilities, so it’s best to contact us to discuss your specific situation.

  • How Long Does It Take to Get Vehicles From OEM?

    Delivery timelines vary depending on the make and model selected and the level of upfitting required. Our acquisitions and upfitting teams will work with you closely to keep you apprised of vehicle production timelines for your orders.

  • How can I estimate the resale value of new EVs?

    Our analysts can help you evaluate this based on industry trends, forecasts, and third-party research. Our remarketing programs can help you get the most value.

  • What kind of fleet leasing and funding terms are available?

    We provide a variety of leasing and funding to meet your needs. Closed-end leases offer a fixed monthly payment. An open-end lease gives you complete leasing structure flexibility. If you have purchased your own vehicles, we can add fleet management services.

  • What is a closed-end lease?

    With a closed-end lease, you control your costs and minimize risks. You never have to worry about market price volatility, rate fluctuations, or seasonal resale influences. At the end of your closed-end lease, you will only be responsible for excess mileage and damages.

  • What is an open-end lease?

    An open-end lease gives you complete leasing structure flexibility. This is ideal if you want a plan that’s as close to vehicle ownership as possible, but with all the benefits of leasing. You retain the equity in your vehicle, with a long-term structure to pay for your fleet.

  • How do I receive the vehicles?

    We will help you arrange shipping through our nationwide network of delivery partners.

  • What if I want to extend the term on my vehicle?

    If you need to extend the term on your vehicle, you have options! We offer month-to-month terms if you need to extend for a short period, or you also have the option to change your vehicle over to a long-term lease if you need a more permanent arrangement.

  • Do I need to purchase insurance for my delivery vehicles?

    Yes. Our vehicles are insured by the renter. You should have insurance to cover $1,000,000 liability policy for each vehicle.

  • How do I return the vehicles at the end of my contract?

    We will arrange for the transportation of your vehicle when you are ready to return them. When you are approaching the end of your contract, please notify your Merchants account manager via phone or email correspondence at least 7 days prior to your anticipated end date.

  • Does Merchants Fleet pay for maintenance?

    Yes, we will cover all maintenance over the life of the vehicle. Our maintenance team will track and approve maintenance items. All manufacturer warranty items need to be brought to the appropriate dealership. Any maintenance or repairs that are a result of driver error or negligence fall under the renter’s responsibility.

  • Do I need to pay a deposit?

    In most cases, deposits are not required.

  • Do I need to purchase insurance for the delivery van rentals?

    Yes. Our short-term vehicles are insured by the renter. You should have insurance to cover $1,000,000 liability policy for each vehicle.

  • Is there a limit to the number of delivery vehicles I can rent?

    The number of vehicles your company is able to rent will be subject to credit approval.

  • Is there any type of special insurance needed for renting?

    Most commercial umbrella insurance policies will suffice. We do require our clients to have automobile liability insurance at a minimum of $1 million combined single limit per occurrence, as well as comprehensive and collision insurance.

  • Can I purchase the vehicle once I am done renting?

    Yes. We have options to structure your rental terms so that you can convert to a long-term lease or buy out your vehicles.

  • Can I put my company logo on the rental vehicle?

    Yes. We have a full team of upfitting experts who can add vehicle wraps and logos to your rental vehicles. With our short-term rentals, these upfitting services are performed at the clients’ expense, and the upfits cannot affect the condition of the vehicle.

  • What happens at the end of my lease?

    Merchants Fleet offers two different remarketing options: GuaranteeTRAC®, which gives you a guaranteed price up front, or OpenTRAC®, where Merchants Fleet remarkets your vehicles on your behalf. Depending on your lease, you may also be able to use our fleet buyback program or extend your terms.

  • Can I drive my rental into other states?

    Yes. Our fleet rental programs can include custom mileage options so that you can travel to and from wherever you need.

  • How long will it take receive my vehicles?

    Once the contract is signed, you will receive your vehicles within 5 to 7 business days.

  • How long does it take to get approved for a fleet rental?

    Our process takes an average of 3 to 5 days, which includes performing a credit check.

  • What is the shortest fleet rental period offered?

    The shortest fleet rental program we offer is 1 month. However, our clients will be responsible for transportation fees for rentals that are less than 90 days.

  • Which types of fleets do you serve?

    Merchants Fleet is flexible and works with fleets of all sizes. We have worked with large enterprises that need nationwide coverage, small and medium-sized businesses that need a turnkey solution, and businesses that need short-term and seasonal options.

  • What types of leases do you offer?

    Merchants Fleet believes in a tailored approach and understands leases are not a one-size-fits-all product. We will work with you to determine exactly what you need for lease funding. Some of our options include open-end, close-end, short-term leasing, re-leasing, and value leasing. We also offer fleet buyback and vehicle acquisition programs. Learn more here.

  • How long are your leases?

    Merchants Fleet offers leases as short as a few months, up to traditional lease lengths. Our team can help you determine the optimal lease duration for your individual needs.

  • How quickly can I get my fleet vehicle(s)?

    Merchants Fleet works with manufacturers and dealers nationwide. Your sales executive will work with you to determine your needs and get your vehicles as soon as possible. However, timeframes may vary according to the type of vehicle you need, your specifications, and manufacturer timelines.

Fleet Management

  • What are the benefits of a fleet management solution?

    A fleet management solution will help keep your business or organization running safely and efficiently. Benefits include reducing operational costs, reducing administrative burden, lowering fleet repair costs, and ensuring the highest level of safety for you and your employees. Plus, even if you own your vehicles, we can help.

  • I am a current telematics user — why should I consider connected vehicles?

    With a connected vehicle, telematics capability is already built into the vehicle including the cellular modem and advanced computer systems. Using these onboard systems reduces the costs associated with device installs and prevents device tampering.

  • How do you know a vehicle has connected technology?

    There are more than 13 million connected vehicles in the United States, and over 90% of new cars sold include this technology.

  • How can I justify the additional cost of connected fleet software?

    When it comes to connected vehicles, you’ve already paid for the intelligent hardware when you purchased it. Every gigabyte of data output by your vehicle contains insights to help potentially lower TCO and improve driver safety. If you’re not collecting and analyzing this information, it’s going down the drain.

  • What is the function of fleet accident management?

    Fleet accident management services includes seamless claims processing, repair and subrogation recovery, and coordinating loaners vehicles. Plus, no matter when accidents happen, your drivers will have 24/7 support.

  • What are the benefits of an outsourced fleet management company?

    A fleet management solution will help keep you and your company running safely and efficiently. Benefits include reducing operational costs, reducing administrative burden, lowering fleet repair costs, and ensuring the highest level of safety for you and your employees. Even if you own your own vehicles, we can help.

  • What do you offer for maintenance alerts and reporting?

    With TotalView, our fleet management software, you can access purchase order data and key reports. We can also set you up to receive email or text-based preventative maintenance alerts to help ensure your vehicles stay on the right track.

  • What are the benefits of a fleet management solution?

    A fleet management solution will help keep you and your residential care community running safely and efficiently. Benefits include: reducing operational costs, reducing administrative burden, lowering fleet repair costs, and ensuring the highest level of safety for you, your employees, and your residents.

  • Can I put my company logo on the rental vehicle?

    Yes. We have a full team of upfitting experts who can add vehicle wraps and logos to your rental vehicles. With our short-term rentals, these upfitting services are performed at the clients’ expense, and the upfits cannot affect the condition of the vehicle.

  • What happens at the end of my lease?

    Merchants Fleet offers two different remarketing options: GuaranteeTRAC®, which gives you a guaranteed price up front, or OpenTRAC®, where Merchants Fleet remarkets your vehicles on your behalf. Depending on your lease, you may also be able to use our fleet buyback program or extend your terms.

Fleet Services

  • Will my corporate fleet be eligible for any specific discounts and services?

    Discounts and benefits include low, guaranteed fixed rates, tax-exempt leasing and registration, and unique lease structure. There are also options for flexible payment terms. Contact our team at Merchants to learn more about specific discounts.

  • Are service or maintenance packages available?

    We have developed a variety of service packages to meet your company’s needs. With our full maintenance program, you pay one fixed monthly payment, and we handle everything. The fee never changes, no matter how much we work on your fleet. Administered maintenance enables you to pay for repairs as you go.

  • How does Merchants Fleet handle registrations, title, and licensing?

    We have an entire team dedicated to managing the license, title, and registrations of your fleet. Our experts understand all the intricacies and requirements pertaining to vehicle paperwork for all 50 states. We can help, no matter what you need — including title changes, specialty plates, interstate registration, and registration renewals.

  • What does fleet registration mean?

    Our license and title experts are assigned to specific states, which means they understand the laws, processes, and standards for registering and licensing your fleet vehicles. We also keep track of changes that occur from state to state, which means fewer errors and quicker turnaround.

  • How does toll billing work?

    A simple, consolidated billing pass through is placed on your Merchants invoice each month for any vehicles associated with any vehicles on your account.

  • How are toll violations managed?

    Toll Management enables the use of all electronic and cashless tolling lanes. Fleet tolling is consolidated into one centralized account, which reduced or often eliminates costly toll violations and activates toll region interoperability.

  • What is the function of toll management?

    Our electronic toll payment solution provides an easy, centralized way to control and process your toll expenses. Our solution is compatible with all in-vehicle transponder and license plate video toll recognition systems across the United States. Plus, our solution can help you save up to 50% on tolling expenses.

  • What is the purpose of telematics?

    Telematics is a powerful tool that will help you manage expenses, productivity, compliance, safety, and more. You can use data to identify key areas of improvements; plus, Merchants Fleet telematics is easily scaled and customized to your specific business needs.

  • What kind of data do I get with telematics?

    With telematics, you can view data from the vehicle’s engine, drivetrain, instrument cluster, and other subsystems. You can also monitor driver behavior, including braking habits, speed, after-hours usage, and acceleration.

  • How does telematics work for ELD compliance?

    Telematics will streamline ELD logging procedures, reduce paperwork, and facilitate quicker inspections, which makes it easy to stay compliant with the latest ELD regulations.

  • Why is fleet maintenance important?

    Failure to properly maintain your fleet can result in serious safety and compliance problems, business downtime, loss of revenue, and high repair costs. Fleet maintenance will help keep you and your business running safely and efficiently.

  • What Are the Benefits of a Utility Fleet Management Solution?

    With a fleet management solution, you can streamline processes, improve fleet safety and maintenance, and enjoy faster deployment to job sites. You can also monitor all your equipment, track fuel management and manage driver behavior.

  • What are the best vehicles for assisted living and residential facilities?

    It depends on your needs, but our most popular vehicles for residential care include the Ford Transit, Mercedes Sprinter, Toyota Sienna, Chrysler Voyager, and passenger buses.

  • When is the Right Time to Take My Utility Fleet to Electric Vehicles?

    Our consulting team can help tell if EVs are right for you through AdoptEV, our EV adoption solution that helps you get from concept to execution. We’ve made significant commitments to OEMs, and we’re on the front lines to get vehicle allocations and ensure there is EV availability for our clients.

  • What upfits do you offer?

    Common van upfitting requests include installing partitions, lights, ramps, and lift gates. We also focus on safety improvements and performance enhancements, including anti-slip flooring and storage unit installation. Common truck upfits include floor drawers, pickup truck hitches, hitch accessories, ladder racks, roof racks, boxes, and cargo trailer equipment.

  • What are the benefits of a fleet management solution?

    A fleet management solution will help keep you and your residential care community running safely and efficiently. Benefits include: reducing operational costs, reducing administrative burden, lowering fleet repair costs, and ensuring the highest level of safety for you, your employees, and your residents.

  • Will my fleet be eligible for any government-specific discounts and services?

    Discounts and benefits include low, guaranteed fixed rates, tax-exempt leasing and registration, and unique lease structure. There are also options for flexible payment terms.

  • What if I want to extend the term on my vehicle?

    If you need to extend the term on your vehicle, you have options! We offer month-to-month terms if you need to extend for a short period, or you also have the option to change your vehicle over to a long-term lease if you need a more permanent arrangement.

  • Do I need to purchase insurance for my delivery vehicles?

    Yes. Our vehicles are insured by the renter. You should have insurance to cover $1,000,000 liability policy for each vehicle.

  • Can I purchase the vehicle once I am done renting?

    Yes. We have options to structure your rental terms so that you can convert to a long-term lease or buy out your vehicles.

  • Can I put my company logo on the rental vehicle?

    Yes. We have a full team of upfitting experts who can add vehicle wraps and logos to your rental vehicles. With our short-term rentals, these upfitting services are performed at the clients’ expense, and the upfits cannot affect the condition of the vehicle.

  • How does Merchants Fleet handle registrations, title, and licensing?

    Merchants Fleet has an in-house team dedicated to managing licenses, titles and registrations. We work in all 50 states, and license and title staff are assigned to specific states so the proper documentation can be processed efficiently. Learn more here.

  • What is telematics?

    Telematics combines GPS technology with integrated communications, providing real-time and historic data about your vehicles and driver behavior.

  • How can I reduce my cost of ownership?

    There are many ways to reduce your total cost of ownership. Examining fuel costs, idling, driver behavior, maintenance patterns, and vehicle lifecycle can all lead to opportunities for improvements.

  • What is FleetShare?

    FleetShare is the Merchants Fleet car sharing technology solution. Drivers utilize wireless card access and online reservations, so they just activate their card, reserve a vehicle, unlock it, and go. By empowering drivers to book vehicles for only the time they’re needed, you can reduce idle time and right-size your fleet. Learn more.

  • What is TotalView?

    TotalView is Merchants’ proprietary fleet management platform that gives you detailed, up-to-the-minute data about your fleet. It offers a wealth of vehicle-specific information, customizable dashboards, and more. Our experts have designed it to give you the information you need to make informed, data-based decisions, ultimately lowering your total cost of ownership (TCO).

  • Our company is unsure of when to replace our fleet vehicles. Can Merchants Fleet help?

    Determining the optimum time to replace your fleet vehicles can help you avoid costly maintenance, keep your drivers happy, and preserve remarketing value. When to replace your vehicles depends on a variety of factors, such as maintenance, mileage, utilization, and more.

  • Where do my drivers go for maintenance, and what is included?

    Choose from any of our 45,000+ preferred nationwide vendors, and if your vehicles are unable to leave your facility, we’ll schedule an ASE-certified technician to visit your location to service your vehicles. You can also find repair locations on-the-go with our mobile app.

  • Our vehicles need to be branded according to specific standards. Do you offer vehicle wraps?

    Merchants Fleet has extensive experience working with franchises, hotels, resorts, and other businesses that require specific standards for their fleet branding. We will deliver a wrap that is both high-quality and compliant with your standards.

  • I need vehicles that are highly customized for specific jobs. Does Merchants have a specific program for that?

    Merchants Fleet has an in-house upfit engineering group. We act as a single point of contact among you, your drivers, and the OEM so you can get the upfit you need, when you need it. Whatever your criteria may be, we will make it happen.

Fleet Vehicle Maintenance Program

  • Can we work on a vehicle if the driver does not have a maintenance brochure?

    Yes. You would need to enter the vehicle information in Auto Integrate (AI) or call our Maintenance Department for approval. Please call 877.870.4999 Option 1.

  • Do you need to send us an invoice after work is completed if you are using Auto Integrate (AI). 

    Yes, we will require you to email or fax an invoice to us once work is completed using one of the methods outlined above.

  • How will I know if you have received my invoice?

    We offer our preferred vendors access to the DataServ Invoice Portal, which provides visibility to all invoices, including the date an invoice was received, and the status of the invoice. If you do not have DataServ access call 877.870.4999 to check your invoice status.

  • How can I get access to the DataServ Invoice Portal? 

    Currently, we offer access to the DataServ Vendor Portal to all vendors with designated Preferred Vendor status.

  • Do I need to be approved as a vendor before working with Merchants Fleet the first time?

    No, please just call Merchants Fleet at 877.870.4999 opt. 1 to start a repair order and our team will create a new profile at that time.

  • Is it required for my shop to become a preferred vendor with Merchants Fleet? 

    It is not required for you to become a preferred vendor; However, we do have some clients that do not allow non-preferred vendors to service their vehicles in which case enrollment would be required to service their vehicles.

  • How can I join the Preferred Vendor Network?

    The Preferred Vendor Network is a collection of over 45,000 vendors nationwide who are among the elite service providers in the industry. All preferred vendors receive set payment terms and a payment method, which are selected during the application process and your facility is promoted to our clients in our on-line Vendor Locate tool.

Food and Beverage

  • How long does refrigeration upfitting take to install?

    Vehicle upfitting is what transforms standard cargo vans and trucks into reefer vans and reefer trucks. Turnaround times vary based on the on the number of vehicles and the size of the vehicles in which you need to upfit.

  • How does Merchants support food and beverage partners from a consulting perspective?

    Our Merchants Fleet consulting team combines industry experience, analytical skills, big data, and the latest fleet technologies to provide tailored solutions across the entire fleet lifecycle. Whether you are looking to reduce costs, enhance corporate sustainability, upgrade fleet policies, or improve driver behavior, we will develop the most effective strategies to meet your goals.

  • What are the benefits of fleet management for the food and beverage industry?

    A fleet management solution will help your vehicles and drivers adhere to FDA regulations and ensure cargo is kept safe, secure and arrives without contamination and spoilage.

GuaranteeBUY

  • Is there any cost or obligation to get a quote?

    Not at all. Getting a quote is completely free, with no hidden fees, contracts, or obligations to accept the offer.

  • Do I have to handle the vehicle pickup?

    No, we take care of it for you. GuaranteeBUY includes full-service pickup and administration to make the process completely hassle-free.

  • How long does it take to receive payment?

    Once you accept our offer, payment is processed quickly — often within just a few days — so you can access your cash fast.

  • What types of vehicles are eligible for GuaranteeBUY?

    We accept a wide range of vehicles, including late models, older vehicles, and even those with salvage titles. You can also sell trailers, forklifts, generators, and other professional equipment.

Merchants Onboard Visibility

  • How does Merchants Onboard Visibility receive telematics data?

    The hardware connects with your existing Geotab telematics device to receive a feed of your vehicle and location data.

  • What happens if my drivers are in an area with poor or weak GPS signals?

    The hardware is equipped with a high-endurance SD card to save your recorded feed in case of poor network connection. A battery backup is also equipped to provide lasting power for parking mode.

  • How do I access my recordings?

    The hardware will natively link with your MyGeotab UI, allowing for simple retrieval of video events through an easy-to-use web portal.

  • Can Merchants Onboard Visibility work without an external GPS device?

    While the hardware is powered by advanced technologies, including Machine Vision and Artificial Intelligence, it does require a compatible Geotab telematics device and subscription to operate.